You would think that everyone would be aware of how critically important consistency is. It’s truly indispensable. Take being a parent for example. When you have a two-parent household, being aligned...
Managing customer relationships for long-term care
By
Stephen Dean
Jun 01, 2023
The long-term care industry has been slow to adopt CRM platforms, which can greatly improve the patient experience and senior care.
Two sheets to the win
By
Gary Tetz
Jun 30, 2022
Infinite call-center wait times. Delivery mix-ups and delays. Rude responses to reasonable requests. Promises unfulfilled. I hear there’s a cutting-edge business principle called “the customer is always...
Magical moments
By
Jacqueline Vance, RNC, CDONA/LTC
Jul 25, 2017
I am not sure we can create magical days for everyone in our long-term care facilities (though I have seen downright miracles for some short-term rehab patients!). But I do think we can create magical...
Emergency department efficiency vs. customer service
By
Kristyna Culp
Sep 26, 2014
In healthcare, not all “wasted time” is truly wasted. In fact, some of the most important aspects of healthcare are less than 100% efficient. Of course, we can and should strive for greater...
Putting a conference in the happiest place
By
Elizabeth Newman
Jun 16, 2014
Far and away, the most pleasant conference experience I have had was in Anaheim, CA, last week, where NADONA held its annual conference. That is because of the Disney experience, and the fact it brings...
The psychology behind good customer service (and why it’s more important than you think)
By
Eleanor Feldman Barbera, Ph.D.
Jun 12, 2014
We may talk about the term “customer service” and ask our staff members to avoid public arguments in front of residents and family members. But nevertheless, volatile situations happen every...
The Greatest Generation? These days, they’re more like the Forgotten Generation
By
John O'Connor
Mar 07, 2014
It’s all but impossible to read “The Greatest Generation” without being impressed by the people now residing in senior living settings. As Author Tom Brokaw points out, these folks dealt...
The Sasha Experience
By
Gary Tetz
Feb 27, 2014
It’s been a rough day for good customer service, and since you live and work in a profession dependent upon it, I’m sharing these still raw and painful experiences because I believe they’ll...
Is your workplace healthy?
By
Eleanor Feldman Barbera, Ph.D.
May 16, 2013
I’m a big advocate of taking small steps in the direction of change. Perhaps your organization isn’t in the position of being able to upgrade the health insurance package or to install an onsite...